Wendle ITSM Trends V20

“For the Times, they
are a Changin’”
© 2009 Ken Wendle
The information contained herein is subject to change without notice
Ken.Wendle@itsmfi.org
Client Engagement Manager, HP
itSMF International Board, Director Chapter Services
Agenda
•Trend
1: Putting ITSM in Context
•Trend
2: A Focus on the (IT) Service
•Trend
3: IT/IT Alignment
•Trend
4: The Trend Setters
2
18 May 2009
Trend 1
Putting ITSM in Context.
3
18 May 2009
Service Management is Fundamental
Source: Summit Strategies, Inc
Server Virtualization
ITSM Experienced
ITSM Inexperienced
35%
15%
34%
20%
17%
27%
17%
10%
12%
9%
Storage Virtualization
ITSM Experienced
ITSM Inexperienced
39%
18%
27%
17%
SOA
25%
ITSM Experienced
ITSM Inexperienced
4
11%
2x the
Adoption
Level!
21%
24%
17%
34%
22%
17%
20%
23%
10%
13%
10%
12%
10%
6% 6%
15%
Currently in General Operational use for many major applications
Familiar with. Plans to evaluate in next 1-3 years
Currently in Pilot or Limited Operational Use
Rejected. Not planning to evaluate
Evaluating for use in next 12 Months
Not familiar
18 May 2009
5
18 May 2009
Trend 2
A renewed focus on the
(IT) Service.
6
18 May 2009
Recent Transition from …
This
This
To
ITIL V2
7
18 May 2009
ITIL V3
ITIL v2 …was about IT Management
•A
processed •based
•approach
•focused on
•delivering services
•and meeting service
•level targets negotiated with
•business customers & users.”
8
18 May 2009
ITIL V3 … is about IT Leadership
•A
Lifecycle based approach with five stages
aimed at delivering a set
of services
l Service Imp
to achieve defined
a
ro
nu
i
ve
t
n
me
o
business outcomes C
nt
S e rv
ic e D
e si g
n
Service
Strategy
Se
c
rvi
ion
rat
pe
eO
9
18 May 2009
ce
i
rv
e
S
a
Tr
t io
i
ns
n
Becoming “Service-Centric” IT
Capabilities-centric IT
Servers
Storage
Help desk
Applications
NOC
vendors
10
18 May 2009
Service-centric IT
Business
unit
Business
unit
Business
unit
Business
unit
Business
unit
IT
The
service
Business
Outcome
The “Service-Centric” Model
IT
11
18 May 2009
The
service
Business
Outcome
The “Business-Perspective”
The
SERVICE
!
IT
IT
12
18 May 2009
Trend 3
IT/IT Alignment:
Bridging the gaps
13
18 May 2009
ITSM is still about Bridging the Gaps
Business outcomes
Bridges the gap between IT and the lines of business
to deliver positive business outcomes
STRATEGY
STRATEGY
DEVELOPMENT
DEVELOPMENT
OPERATIONS
OPERATIONS
Bridges the gaps between functional IT silos to deliver
positive business outcomes
14
18 May 2009
IT Inefficiency
STRATEGY
Architecture
Portfolio
Management
&
Business Case
DEVELOPMENT
OPERATIONS
“My bonus is based on
two things: on time and
within budget.”ITIL & IT Service Mgmt
Project Management
“I’d rather have it wrong
than have it late. We
can always fix it later.”
Development
(Project) Costs
Business
Benefit
Revenue Line $0
Operational Cost
Increase
15
18 May 2009
IT Effectiveness
STRATEGY
DEVELOPMENT
“Everything
Working...”
Service Strategy
Portfolio
Management
&
Business Case
Service Design - Service Transition
OPERATIONS
Service Operations
“… Everything Working
Together.”
Development
(Project) Costs
Business
Benefit
Revenue Line $0
Improved Project
Success Rates
16
18 May 2009
Investment $
The V3 Value Proposition
Governance
Incident
Events
Request
Problem
Change
Release
Configuration
Assets
Continuity
Capacity
Financial
SLM
Availability
Demand
Portfolio
Operate
Test
CMMI
Release
pme
nt
Deploy
Development
Design
Analysis
Bus. Req.
Strategy
Architecture
Service
Service
Service
Service
Ope
ratio
Design
Operations
Transition
Strategy
n
s
DevImprovement
Continual Service
elo
IT Services
Business Needs
(eg., CObIT)
Project Management (PMBOK, PRINCE2, etc.)
TIME
17
18 May 2009
Trend 4
The Trend Setters
18
18 May 2009
The itSMF Brought ITIL to the World!
itSMF Globally Today
52 chapters over 5 continents; 16 active prospective chapters
19
18 May 2009
Summary
• Keep
ITSM in context
− It’s not the new thing, it’s the new way!
• IT
is STILL all about the IT Service
− Stay Service Centric
• Align
IT
− Micro Silos / Macro Silos
• Be
a Trend Setter!
− Get involved!
20
18 May 2009
“For the Times, they
are a Changin’”
© 2009 Ken Wendle
The information contained herein is subject to change without notice
Ken.Wendle@itsmfi.org
Client Engagement Manager, HP
itSMF International Board, Director Chapter Services